IT service providers are increasingly required to orientate their service portfolio towards the IT support of their consumer’s business processes. This enables diversification as well as transparency in costs andservices vis-à-vis the customer to be achieved. Such services however, appear too...

Rising external competition and cost-pressures compel internal service providers to re-define their customerserviceapproach. Providing value propositions to the intra-firm end-users instead of provisioning technicalresources becomes a necessity to facilitate transparency in costs and customer...